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As digital, artificial intelligence (AI) and cloud converge, the Genesys® PureCloud® application continues to support the latest technologies. Our goal is to help you take advantage of what these technologies offer — and use them as differentiators for your own customers. In this blog, I’ll share some highlights of how we’ve enhanced the PureCloud app in the past six months.
I encourage you to view our on-demand webinar on innovations across the entire Genesys portfolio. And you’ll find even more details and context on new features in the Genesys Innovations Guide.
Orchestration for New Opportunities
Omnichannel and Digital
Quality Management and Workforce Management
Analytics and Reporting
As IVR evolves into cognitive IVR, look for more simplified and personalized customer engagement across voice and digital.
PureCloud APIs let you integrate with just about any platform.
For European customers, PureCloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in Germany, Sweden, Finland and Belgium.
All of these enhancements are part of our long-term PureCloud plans to add the features you’ve have requested. And there’s more coming later this year.
“Bring Your Own Bot” for the PureCloud app will offer integration and orchestration of any bot. You’ll be able to analyze and adjust your experiences for both automated and assisted interactions.
In winter 2019, we’ll add predictive routing, powered by Genesys AI, for the PureCloud product. It uses machine learning to optimize interactions and reduce overhead when managing static queues. It will also enable more efficient inbound call delivery to agents. The result is better agent performance, higher customer satisfaction and improved revenue generation.
View our on-demand webinar for more details on PureCloud enhancements and updates to the entire Genesys portfolio.
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